ROI Outcomes

The study resulted in a projected annual revenue increase of $2 million and secured product adoption by 6 national insurers after leading field teams with a 90-day generative research study in 2023. Continue reading to learn how.

Methodology

I organized multiple research teams for each leg of the study based on availability and how much time each partnering insurance carrier was able to commit. My team consisted of myself, leading the research effort, 1 level II UX Researcher, 2 Senior Product Designers, 1 Level II Product Manager, and 2 lead engineers from a partnering global tech company .

Our team spent 4-weeks immersing ourselves riding along with carrier field staff to better understand and share how the business can better address carrier field staff needs.

• Methodology: Ethnographic / Contextual Inquiry / Evaluative
• Population: National Carrier field staff with 10+ years experience
• Locations: 4 States
  • California
  • Illinois
  • North Carolina
  • Texas
• Sample: 6 field staff, 3 with rural territory, 3 with Urban, 3 with carrier mandated MAPro, 3 without

The research was and is currently being deployed in 3 ways

1. Directional decision making support for active work
   1. Existing mobile product
   2. World class tech partnership
   3. Consumer Mobile Modules (A B2C consumer mobile app)
2. Distributed artifacts for the Orgs teams to bolster empathy and decision making
3. Internal partnerships to extend the use of learning

The research and sense-making process has concluded, but the decision making support for active work and the partnerships are currently evolving.

Persona